Service Operation Processes - There are Five!
Inside the new Service Operation Core Text of ITIL V3 - there are five core processes.
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
...Plus other processes contained within Operations Management.
Let's take a closer look at the purpose of the Event Management Process: -
Event Management.
An event can be defined as any detectable or discernable occurrence that has significance for the management of the IT infrastructure or the delivery of IT service.
Events are typically notifications created by an IT Service, configuration item (CI) or monitoring tool.
An Event is the fundamental basis for operational monitoring and control.
Events always need to be filtered correctly to prevent an unneccessary volume of 'non' events that are typically made up of "information" that does not require future action or intervention of any kind.
Event Management provides mechanisms for the early detection of incidents (before any actual service outage occurs) and typically this detection will occur within pre-defined and automated systems and network management tools.
Events should also be classified.
Typical classification include: -
"informational event", "warning event" and an "exception event".
The second two classifications will involve intervention and action. Tools may already be configured to take action on pre-defined events in order to reduce the level of human intervention (and therefore time , effort and cost) involved in processing the event correctly.
Although considerable effort, in terms of identifying and configuring systems and network management toolsets, is required; the pay-back is considerable.
Once a system tool is configured to monitor and process events correctly the level of ongoing human intervention can be considerably scaled back and re-invested in more value add activities.
Additionally, only those events worth processing and taking action on, shall be considered. Again a valuable time saving.
